Head of After-sales at D.light Energy Limited

D.light Energy Limited is a Renewable Energy company specialized in providing efficient and affordable electricity at different scale. We meet the electricity needs of household and all strata of businesses through our Pay as you go structure, improving quality of life and providing access to 24/7 electricity.

We are recruiting to fill the position below:

Job Title: Head of After-sales

Location: Lagos
Job type: Full-time

Position Description

• The job holder will develop and implement a process that will identify and develop the capability of d.light service centers and partners who will then deliver exceptional after-sales technical support for d.light products.
• The job holder will develop an evaluation framework & work with Regional Service Center Managers/Supervisors to assess the effectiveness of the after-sales model in the country.
• The Service Centers will offer after-sales technical support (such as Customer education, Warranty inspection, product replacement, System training & utilization, Spare parts management, Product repair,– levels 1,2 & 3, replacement stock management & Service tracking through accurate data entry in the d.light atlas system).

Roles And Responsibilities

• Review and implement the after-sales process model in line with the laid-down strategy.
• Provide after-sales training to service center managers, Technicians, sales team, and logistic coordinators
• Identify and vet external service partners, define service level offering, commercial and contractual agreements sign off.
• Roll out service network expansion plan based on business requirements, ensuring adherence to d.light branding guidelines.
• Evaluate the Service Center's performance and audit the after-sales activities at the Service Centers every quarter.
• Share audit feedback with service center managers/partners and follow up on improvement areas identified during the audit period.
• Responsible for the key country after-sales KPI’s Target, as set out on a Quarterly/annual basis: –
  • Paid After Service
  • Repair Speed (Turnaround Time, Long Term Pending).
  • Reverse Logistics management.
  • Used parts return ratio.
  • Repair Quality - Repeated Repair Ratio.

KPIs

• Service Center network expansion based on quarterly targets. (100%)
• Training of new and existing service center teams.
• A quarterly performance audit of Service Centers as per approved evaluation and audit criteria
• 100% timely utilization and accuracy of after-sales tool (Atlas) in all service centers
• Spare parts and refurbishment stock are available at the service centers.
• Pending work orders and customer units at the service centers >3 days.
• Weekly & Monthly used parts return/collection ratio by the service centers
• Sign-off and management of Reverse logistic partners – countywide coverage and lead time (24 hours)
• Weekly and monthly reporting of after-sales activities.
• Tracking after-sales service costs. (Weekly and monthly spare parts usage)
• Managing operation efficiency around after-sale service.
• Supporting the credit team with issues related to defective products
• Monthly and quarterly collection targets as pet set targets
• Used spare parts return and NTF (<3%) management

Requirements
Desired Skills and Experience:

• A Degree in Electronics / Electrical, Computer science, Business Administration, or related field.
• Minimum of 8 years in an operational support role, having developed and deployed after-sales service strategy for technology, Telecom / FMHA (fast moving home appliances) function.
• Demonstrate understanding of the after-sales process, spare parts management, warranty aspects, and understanding of different levels of repair.
• Demonstrated ability to engage and negotiate with vendors to add value to a business
• Demonstrate the ability to understand business goals and recommend new approaches, policies, and procedures to implement continual improvements in business objectives.
• Strong mindset for continuous improvement and meeting or exceeding expectations and able to demonstrate complete discretion and confidentiality.
• Superior verbal and written communication skills (multiple languages will be an advantage), with an emphasis on tact and diplomacy.
• Business-driven, people-focused, with exceptional influencing skills; Excellent organizational, multi-tasking, presentation, and time-management skills
• Passion for social enterprise, development of people, and environmental benefits

Application Closing Date
Not Specified.